About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
Are you looking for an exciting new challenge? IntouchCX is looking for you!
As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
We’re hiring a Senior Operations Manager to drive performance and operational excellence for our partners. Our ideal candidate is a leader with a drive to deliver extraordinary results. This role requires a fearless attitude and a passion to contribute to our culture.
As Senior Operations Manager, You Will…
Ensure proper planning, staffing, and direction of operational functions
Review team performance daily to ensure optimal production is reached
Ensure proficient training and staff development is achieved across all teams
Develop and execute motivational incentives on the floor
Be responsible for ramp-up drives and goals
Analyze reports and program data, highlighting Key Performance Indicators (KPIs)
Create action plans for continuous improvement
Ensure Service Level Agreements are met with optimum quality & service
Authorize and coordinate staffing schedule changes
Participate in partner calls and meetings
As Senior Operations Manager, You Have…
5 to 7 years of management experience in the call center industry
A post-secondary diploma or degree with a major in Business
Client relationship management experience
Experience with managing budgets and understanding statistics
Experience maintaining and developing operational statistics, financial management information and results reporting
Excellent communication skills, both verbal and written
Above average organizational and time management skills
Ability to work under tight deadlines
Ability to implement change and innovation
Ability to communicate with various positions and departments
Skills Required
- 5 to 7 years of management experience in the call center industry
- Post-secondary diploma or degree with a major in Business
- Client relationship management experience
- Experience managing budgets and understanding statistics
- Experience maintaining and developing operational statistics, financial management information, and results reporting
- Excellent verbal and written communication skills
- Above-average organizational and time management skills
- Ability to work under tight deadlines
- Ability to implement change and innovation
- Ability to communicate with various positions and departments
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
